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SARAH A.

WARD
sward02@baker.edu
104 Kindletree Ct 2B
614-208-8031
OBJECTIVE:
To work with a company that will give me the opportunity to grow, be a valuable
team member and use my skills and talents to advance.
EDUCATION: Presently Attending Baker Online University and 6 classes away from m
y Bachelors Degree in Business Administration.
EXPERIENCE
* 2000 To Present
* Verizon, Hilliard, Ohio 43026
* Advanced Technician Performs technical duties that are complex to standard de
pending on the issue correlated to the customers solution in question. This inv
olves troubleshooting hardware; modems, routers, and other external equipment .a
nd Software; vpns, security administration, and email support.
* Answer incoming calls from customers to perform initial diagnosis and take act
ions to correct the problem
* Assist fellow technicians on difficult issues, directing Vendors (i.e. Local E
xchange Carrier) Internal Vendors (Field Ops and other management as needed. Tra
ck open tickets and escalate as needed with the goal of one call resolution.
* Demonstrates leadership qualities of a Technician for all technical support.
* 1998-2000
* Time Warner Communications Columbus, Ohio
* Technical Support Specialist.
* Supervised Second Shift Team
* Implemented training course for new recruits speeding profitability.
* Troubleshooting hardware/Software Issues Related to Remote Connectivity -Broad
band Connections. My earlier time here I worked in Cable Television with custome
r service and sales.
* 1996- 1997 Danka Corporation Columbus, Ohio
* Fax Repair Technician
* 1994 1996 Voluntary Work Homeless Shelter
* 1993-1994 The Ohio Company Columbus, Ohio
* Communication Specialist
* Lan,Wan Networking, PC Desktop Maintenance Hardware/Software
* Cable installation for LAN and WANs
* Maintence on servers (traveled Indiana, Illinois, Michigan, Indiana
* TCP/IP, RAS Set Up and Supported hardware and software.
* MS-DOS, Windows 9x, NT, Win 2K, Win XP
* MS Word, Excel, MS Outlook,
COMPUTER SKILLS
TCP/IP, NT, 2000, ME, XP and RAS Set Up and Supported and various software (Ext
ranet Access Client, Access Manager, Pal and Dun.
Support for Hardware: modems, routers, wireless connections and security adminis
tration with vpn connections with tokens and user id password authentication..
Support Software: Microsoft Word, Excel, MSOutlook, MSWord, Excel, Adobe Illustr
ator, and Remedy (ticketing system) Operating Systems Supported: XP Professional
, NT, and 2K, Windows 95, 98 and best effort on MAC and Windows Vista and ME.
INTEREST
Biking, Walking, Reading, Computers, and taking walks with Kiba and Jade-a, my
two labs.
REFERENCES UPON REQUEST